Course Title: Work effectively with culturally diverse clients and co-workers

Part B: Course Detail

Teaching Period: Term1 2012

Course Code: EMPL5723C

Course Title: Work effectively with culturally diverse clients and co-workers

School: 365T Global Studies, Soc Sci & Plng

Campus: City Campus

Program: C3262 - Certificate III in Aged Care

Course Contact : Susan Russell

Course Contact Phone: +61 3 99254637

Course Contact

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 20

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites

Not Applicable.

Course Description

This unit deals with the cultural awareness required for effective communication and cooperation with persons of diverse cultures.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

HLTHIR403B Work effectively with culturally diverse clients and co-workers


Accept cultural diversity as a basis for effective work place and professional relationships.

Performance Criteria:

1. Show respect for cultural diversity in all communication and interactions with co-workers, colleagues and clients
2. Use specific strategies to eliminate bias and discrimination in the workplace
3. Contribute to the development of work place and professional relationships based on acceptance of cultural diversity


Communicate effectively with culturally diverse persons.

Performance Criteria:

1. Show respect for cultural diversity in all communication with clients, families, staff and others
2. Use communication constructively to develop and maintain effective relationships, mutual trust and confidence
3. Where language barriers exist, make efforts to communicate in the most effective way possible
4. Seek assistance from interpreters or other persons as required


Reflect cultural awareness in work practice.

Performance Criteria:

1. Demonstrate awareness of culture as a factor in all human behaviour by using culturally appropriate work practices
2. Use work practices that create a culturally and psychologically safe environment for all persons
3. Review and modify work practices in consultation with persons from diverse cultural backgrounds


Resolve cross-cultural misunderstandings.

Performance Criteria:

1. Identify issues that may cause conflict
2. If difficulties or misunderstandings occur, consider the impact of cultural differences
3. Make an effort to sensitively resolve differences, taking account of cultural considerations
4. Address any difficulties with appropriate people and seek assistance when required

Learning Outcomes

The learner will have acquired the essential knowledge outlined in the elements belonging to this unit, including identifying and managing the availability of resources and assistance within and external to the organisation in relation to cultural diversity issues,  own cultural conceptions and pre-conceptions and perspective of diverse cultures, recognition of cultural diversity in Australian society with many individuals living in many cultures, recognition of cultural influences and changing cultural practices in Australia and its impact on diverse communities that make up Australian society, recognition of culture as a dynamic social phenomenon, recognition of culture as a range of social practices and beliefs evolving over time, recognition of impact of cultural practices and experiences on personal behaviour, interpersonal relationships, perception and social expectations of others, recognition of the unique way individuals may experience a culture and respond to past experiences,  recognition that the word ’normal’ is a value-laden, excluding concept that often precludes acknowledgement of the diversity of people, their life experiences and situations, the principles of equal employment opportunity, sex, race, disability, anti-discrimination and similar legislation and the implications for work and social practices, the role and use of language and cultural interpreters. In addition the learner will have effectively managed the performance criteria of this unit including the skills to manage the tasks for applying culturally respectful practices in the workplace and to demonstrate respect and inclusiveness of culturally diverse people in all work practices, form effective workplace relationships with co-workers and colleagues of diverse backgrounds and cultures, participate in identifying and implementing culturally safe work practices, respond respectfully and sensitively to cultural beliefs and practices that may cause harm,  sensitively and respectfully communicate with persons of diverse backgrounds and cultures,  use basic conflict resolution and negotiation skills, use effective strategies to address and eliminate discrimination and bias in the workplace.

Details of Learning Activities

Learners will participate in class room discussions, problem solving within individual and team groups. They will be encouraged to express their concerns and ideas both negative and positive. They will participate in role play scenarios in a simulated environment within the frame work of expected outcomes and discuss the reality of the outcomes via their own/trainers experience with in the appropriate work environment. They will participate in questionnaires, case studies and practical placement. All within the contents of this unit.

Teaching Schedule

The teaching schedule is designed in a time table format, outlining the specific elements linked to specific units that will be taught on the said session and double up as a lesson plan. Scenarios, case studies, questionnaires, role plays, viewing DVDs and class discussions will be designed using the appropriate contents matching up with the performance criteria. As this unit is quite intense it is suggested that all learners attend each session, and is presented in a manner to cater for all individuals own learning strategy.

Learning Resources

Prescribed Texts


Other Resources

Learning resources are provided via booklets created to cover the essential information referring to the unit applied and are supplied to all learners attending the program. Updated handouts are also given to all students and frequent face to face discussion re dvd’s that may be viewed.

Overview of Assessment

The overview of this assessment may vary accordingly to the dynamics of the group of learners however in cases where the individual being assessed must provide evidence of specified essential knowledge as well as skills.  This unit is most appropriately assessed in the workplace or a simulated workplace environment under the normal range of work conditions. Assessment should be conducted on more than one occasion to cover a variety of circumstances (on a number of  face to face sessions within a multicultural environment) to establish consistency and holistic assessment of this competency unit is encouraged, to ensure application of these skills in conjunction with specific work functions but the unit may be delivered and assessed independently.

Assessment Tasks

A leaner must be able to demonstrate an understanding of the essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit. Assessments methods have been designed to achieve the competencies of this unit in a flexible manner and over a range of assessment tasks. Learners will participate in 100 hours of practical placement to demonstrate their essential knowledge and skills to meet the competencies and expected outcomes of this unit. Students will need to complete a practical placement competency matrix, signed and witnessed by the appropriate authorities to ensure the ability to perform their expected tasks meet the criteria of competencies for this unit.

Assessment Matrix

Course Overview: Access Course Overview